Sr Global Service Desk Specialist

Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience.

As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger thriving both personally and professionally.

Together, let’s empower people everywhere to live their healthiest lives.

About Us :

As the world leader in virtual care, Teladoc Health is passionate about taking care of people. We have been providing care in Canada for over two decades to more than 9 million Canadians and 85,000 plan sponsors.

We deliver care across 175 countries (over 51 million members globally), living our mission to empower all people to live their healthiest lives by transforming the healthcare experience.

Levering digital technology, we provide whole-person care that spans every stage in a person’s health journey from wellness and prevention to acute care to complex healthcare needs.

Our Canadian team has doubled in size over the last two years, and our growth is expected to rapidly continue as we transcend the landscape of future healthcare.

Summary of Position :

Under the direction of the IT Manager, the GSD will provide technical and troubleshooting support to employees in need of assistance with their computer hardware or software.

We’re looking for someone who cares and wants to be involved in our product, mission, and success - way beyond checking off tasks.

And of course, at Teladoc you will enjoy true teamwork and lots of fun!

Essential Duties and Responsibilities :

• PC / Mac hardware installation & troubleshooting
• Desktop software installation and troubleshooting for local and remote users
• Provide Desktop support and problem solving to end-users
• Tracking of hardware and software additions / changes
• Create / Update FAQ’s and other technical documentation
• Participate in creation and editing of IT Support Standard Operating Procedures
• Provide escalation support for Helpdesk Technicians
• Set up, support, and maintain in-house / remote computer systems, desktops, laptops, mobile devices and peripherals.
• Communicate the issue statuses and resolutions to stakeholders in a timely manner.
• Log issues and resolutions in the tracking system, following up with users to ensure problems were fixed properly.
• Ensure accurate documentation of resolution information in the IT Technical Support knowledge management database.
• Provide user support for Microsoft Office products including Outlook, Teams, Excel, Word
• Keep peers and manager informed of trends, significant problems and delays.
• Identify and escalate client issues which may require changes to procedures, standards and systems.
• Participate in after hours and weekend coverage as needed.
• Perform other related duties as requested
• This is a hybrid role with the expectation to work in the office at least 3 days per week.

Qualifications :

• Bachelor’s degree in a STEM field required (years of relevant work experience may be substituted)
• 1-6 years’ experience working within a Help Desk, Call Center or NOC environment
• Understanding of IT Ticketing Systems
• Able to work independently as well as in a team.
• Excellent customer service, organizational and prioritizing skills
• Microsoft certifications a plus
• Disk level imaging solutions.
• Strong troubleshooting and research skills highly curious in nature
• Excellent verbal and written communication skills

Knowledge of :

• PC / Mac configuration, general network operating systems and network topologies / protocols Windows operating systems and Microsoft Office products
• Mac OS
• Active Directory, Azure, 0365, JAMF and user administration
• Remote access technologies (VPN, SSO)
• Automated application deployment (a plus)

Why Join Teladoc Health?

A New Category in Healthcare : Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives.

Our Work Truly Matters : Recognized as the world leader in whole-person virtual care, Teladoc Health uses proprietary health signals and personalized interactions to drive better health outcomes across the full continuum of care, at every stage in a person’s health journey.

Make an Impact : In more than 175 countries and ranked Best in KLAS for Virtual Care Platforms in 2020, Teladoc Health leverages more than a decade of expertise and data-driven insights to meet the growing virtual care needs of consumers and healthcare professionals.

Focus on PEOPLE : Teladoc Health has been recognized as a top employerby numerous media and professional organizations. Talented, passionate individuals make the difference, in this fast-moving, collaborative, and inspiring environment.

Diversity and Inclusion : At Teladoc Health we believe that personal and professional diversity is the key to innovation.

We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.

Growth and Innovation : We’ve already made healthcare yet remain on the threshold of very big things. Come grow with us and support our mission to make a tangible difference in the lives of our Members.

At Teladoc Health we thrive on difference and individuality. Teladoc Health is proud to be an equal opportunity workplace and is an affirmative action employer.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

We are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported.

We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve.

If you require an accommodation for any stage of the recruitment process / interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please reach out to us at .